Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.59

2.6 Rating 685 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 685 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email

About Waitrose:

At Waitrose.com, you’ll find all the quality and value you’d expect, together with the kind of service only Waitrose can offer. Your order will be picked, packed and delivered from your Waitrose branch by our Waitrose Partners – people who own a share of the business, and will always take as much care with your shopping as you would yourself. With a wide range of products and brands it makes it the perfect place to grocery shop

Visit Website

Phone:

1344 42 4680

Email:

customersupport@waitrose.co.uk

Location:

Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell
Berkshire
RG12 8YA

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Waitrose 1 star review on 29th June 2025

Jan Riley

Waitrose 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Anonymous

Anonymous // 01/01/2019

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“There was a time when Waitrose rewarded customer loyalty by giving My Waitrose vouchers for things we buy, but no more. For several weeks now I have received vouchers for things I have never bought in the many years I have been a Waitrose customer. Multiple emails to customer services result in a copy and paste apology and lies about the My Waitrose vouchers system. I know they are lies because, when I finally got an email that came from a customer services centre in this country, I was told that there is an ongoing problem with the voucher system and that the technical team are looking into it. Well, they've had more than six weeks to resolve it, but yet again I've received vouchers for things I never buy, so it appears that that excuse was another lie. To add insult to injury, two issued today are exactly the same ones that were repeatedly issued to me in recent weeks! The ones from the previous weeks are still there as well, which means I now have a lot of My Waitrose vouchers that are completely unusable. Does Waitrose think that by leaving these vouchers on my account for weeks on end that I will finally give in and use them to buy things I don't want? It appears to me that Waitrose is trying to recoup financial losses from shoplifting by trying to get decent genuine customers to buy things we neither need or want. Instead of insulting me by repeatedly offering me vouchers for white sliced bread, why don't you actually do something about the people shoplifting from your stores? Take them to court yourself instead of blaming the police and trying to bully decent customers into spending more by trying to get us to use vouchers for things we don't want or need. If you did, you'd soon find that the shoplifters are deterred from targeting your stores. Your policy of "rewarding" loyal customers by issuing My Waitrose vouchers for things we don't buy has backfired. Instead of doing all my shopping at Waitrose, I now do some of my shopping at other supermarkets and via online companies. Instead of getting more money out of me, you actually now get less.”

Helpful Report

Posted 1 day ago

“I put a review on Trustpilot last week about the online delivery made by Robin, which may not have been seen by Waitrose. I have today had another delivery by Robin and can honestly say he goes above his job role in delivering excellent customer service. He is efficient and because I have recently had an operation on my wrist, will carry in the delivery and unpack for me. This is such a help. This is why I am a Waitrose customer and will remain so. Well done Robin and thank you. 20/20”

Helpful Report

Posted 2 days ago

“A lovely sunny, funny lady . Always makes me smile. She's like a friend now. My sister feels the same. Her names Beverly from St neots store.. I always look forward to visiting when she is there. She is the tastings lady and such a smile and greeting Always.”

Helpful Report

Posted 2 weeks ago

“High protein beef and noodles ready meal. Totally tasteless even with the addition of chilli sauce. Looked unappetising and certainly was. I don’t know how Waitrose can sell this.”

Helpful Report

Posted 2 weeks ago

“You are unable to review product you bought in store. Why other companies do are they scared?”

Helpful Report

Posted 2 weeks ago

“An absolute joke. Getting on for half my order missing, no receipt despite asking for one and food including meat and dairy arriving with a temperature of 15 degrees Celsius. I will NEVER buy either instore or online from these jokers again.”

Helpful Report

Posted 1 month ago

“Deliveries cancelled as no drivers available poor service will not be ordering on line again”

Helpful Report

Posted 2 months ago

“Yet again ,worst bread out of all the supermarkets Why, so disappointed”

Helpful Report

Posted 2 months ago

“They won’t allow reviews of products they have supplied your account- unless they invite you!! Tesco does-why not Waitrose?? Obviously they want reviews to look positive- it’s a sham and a shame!”

Helpful Report

Posted 2 months ago

“Very disappointed with my recent experience with Waitrose. I found a foreign object in a Waitrose Stone Baked Pepperoni Pizza, which was extremely upsetting and concerning, especially as this was food purchased for my family. Waitrose investigated and told me the object was believed to be carbonised/burnt dough, but also confirmed it had originated during the manufacturing process and had not been picked up by their usual quality checks. I was offered a £30 e-gift card as a refund/goodwill gesture. I do not feel reassured by the response, particularly given the size and appearance of what I found. I am sharing this so other customers are aware and can check products carefully before serving them.”

Helpful Report

Posted 2 months ago

“The customer service at Waitrose, Comely Bank Branch, Edinburgh, is dire. On my last visit to this shop, I waited at the Delicatessen Counter for over five minutes with no Assistant behind the counter to serve me. A number of Waitrose Shop Assistants breezed past me; ignoring me. Not one had the gumption to say, "I shall get someone to come and serve you, sir." Why is that when the king and his late mother visited Waitrose a few years ago, the shop assistants and their managers ingratiated themselves with royalty in the most nauseating and obsequious way. This television programme showed a young woman Assistant who genuflected so much that her knee hit the floor. The so called partners were most keen to indulge the King' s every whim. It is clear that Waitrose turns on the charm for the King and his late mother but the partners have had a charm and courtesy bypass when attending to the legitimate concerns oft hose of us who pay premium prices for our shopping by suffering indifference and inconvenience. I would like a fraction of the respect shown to the King from Callum at Comely Bank. No Waitrose Shop Assistant or Manager would have dared to say to the King what this complacent man said to me. He told me that I had to wait because the school kids were in the branch and they had to make sure the bakery was adequately stocked for their benefit. I pointed out that the Branch should have adequate staff on duty to attend to all necessary tasks. As the absence of an apology was noticeable, I stated that the penny pinching on staffing was obvious and that I spend a fortune in the store paying premium prices for an inferior level of service. Callum told me that staffing costs were a relevant factor. He peered in to my shopping trolley in a condescending way. As he failed to apologise, I told him that I would write to the Chairman of John Lewis and he told me that I was welcome to do so. he was clearly desperate to raise the temperature of the interaction and I am too clever to rise to his bait. I do not need the approbation of a man wearing the Waitrose overall to sanction my correspondence with someone in a position to rectify shortcomings in service and courtesy. I remember when this man took up his post at Comely Bank, he was full of good intentions about improving things. He has obviously been unable to improve basic customer service so he thought he would gaslight me. When this exceedingly arrogant man had departed, the girl behind the counter told me the truth. She had been working on a nearby fixture and had not noticed me waiting and she profusely apologised.Apparently, she should have stopped doing whatever she was doing and come to the counter to serve me. What a charming young woman who does much better than her manager. Lidl at Meadowbank may not have a Royal Warrant but the staff are not up themselves like they are at Waitrose.”

Helpful Report

Posted 3 months ago

“I won’t shop there again management are complete sausages . Sacking a loyal employee because he protected Waitrose property. They need more like him .😩👎”

Helpful Report

Posted 3 months ago

“After reading that waitrose has sacked an employee for trying to stop theft, I will no longer be shopping there. We the customers will be paying for the thefts that waitrose does not care about. Your attitude to this hero employee is disgusting.”

Helpful Report

Posted 3 months ago

“They don't even try to stop shoplifters, and even sacked a hero employee who tried to stop one. It seems like Waitrose is fine with just letting thieves go and simply raising prices, forcing customers to pay for them. I'm boycotting Waitrose, at least for the time being. Firing a partner who backed customers and worked for the company for almost two decades is a disgusting thing to do, especially during these difficult times. Shame!”

Helpful Report

Posted 3 months ago

“After using waitrose for over 30 years I will now cease. After reading how Waitrose sacked a dedicated long serving employee for stopping a thief from stealing Easter eggs. I can no longer tolerate Waitrose' attitude toward customers. We pay them to facilitate shoplifters, to pack our own bags, to endlessly search for items they keep moving in an attempt to make us buy more. Their moral compass is entirely corporate. Goodbye.”

Helpful Report

Posted 3 months ago

“My experience with Waitrose / John Lewis has been deeply disappointing and, frankly, unacceptable. A delivery driver caused approximately £1,400 worth of damage to my property while leaving after a grocery delivery. Rather than reporting the incident, the driver simply left the scene without making any attempt to notify me. The damage only came to light because it was captured on CCTV. What followed was not a responsible or customer-focused response, but a prolonged period of inaction. Despite clear evidence, there was no urgency, no meaningful accountability, and little indication that the matter was being taken seriously. Communication was slow and, at times, non-existent. The most concerning aspect is that I was ultimately forced to issue County Court proceedings nearly three months after the incident just to prompt progress. That step should be wholly unnecessary in circumstances where the facts are straightforward and supported by evidence. For organisations that trade so heavily on trust, service, and integrity, the apparent lack of oversight and engagement at a senior level is difficult to understand. At no stage did the handling of this matter reflect the standards that customers are led to expect. This has significantly undermined my confidence in both brands. When an issue arises, customers reasonably expect it to be dealt with promptly, transparently, and responsibly. That has not been my experience here. I would encourage others to consider how situations like this might be handled before placing reliance on these companies.”

Helpful Report

Posted 4 months ago

“I love the quality and amount of choice on offer catering for every pocket… When I’m feeling flush I spend more and vice versa when things are tight. Quality is never compromised…”

Helpful Report

Posted 4 months ago

“I have been using/ ordering Waitrose food since your Beaconsfield store opened many years ago. Have been living in Dorset now for over 22 years and have continued to get your deliveries. BUT!!!!!! I’m seriously changing to Sainsbury’s as your products of ready meals are DECLINING !!!! Fishpie, Cottage pie etc are mostly POTATOES !!!! IMPROVE or lose an over 35 year customer!! I understand that you are trying to keep cost down, but either make portions smaller BUT DONT just put MORE potatoes to make up the shortfill of more expensive ingredients such as meat/fish etc!!! CUSTOMERS ARE NOT STUPID!!!”

Helpful Report

Posted 5 months ago

“Things can go wrong, everyone expects that. Waitrose customer service used to be second to none sorting out problems. Now it's impossible to find someone who is even vaguely interested and never bother to get back to you. Gone from the best to by far the worst in a very short time.”

Helpful Report

Posted 6 months ago

“Order food to order, no crown and turkey with giblets given, also a weird colour for turkey, hopefully oh for tomorrow”

Helpful Report

Posted 7 months ago

Waitrose is rated 2.6 based on 685 reviews